@book{163059,
	author = {Schuster, John P. and ebrary, Inc.},
	title = {Answering your call},
	publisher = {Berrett-Koehler,},
	year = {c2003.},
	address = {San Francisco, CA :},
	edition = {1st ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10315360}
}